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Help with withdrawals
See what your withdrawal status means, what to check before writing to us and what information we need to help you.
We will never ask for your password, seed phrase, private key or 2FA codes.If anyone asks you for them in our name, it is a fraud attempt. Let us know through the chat, choosing Security and fraud.
Recognise official messagesUsual withdrawal statuses
The names may vary slightly in your account, but the journey is the same.
We have received your request and it is queued for review.
We check the destination details and the security of the operation before sending it.
For crypto you will see a TXID. For bank transfers, the timeframe depends on the bank and the type of transfer.
The withdrawal was not sent. Check the reason in your account and read the guide on rejected withdrawals.
Before writing to us
Check
- Destination details: the wallet address or bank details are correct.
- Network: it matches the one supported by the destination address.
- Verification: your identity verification is complete.
- TXID: if the withdrawal already shows one, it was sent to the blockchain.
Information we need
- Approximate date of the request.
- Amount and asset or currency.
- Method: bank transfer or wallet.
- Status shown in your account and the TXID, if any.
Never include passwords, seed phrases or codes in your message.
Didn't find what you were looking for?
Write to us and we will help with your case.